Customer Service Advocate

Customer Service Representative

Duration: 3+ months (Possible contract to hire)

Contract to hire onsite Monday-Friday, 8am-4:30pm

Customer Service skills, adaptability, effective listening, patience, clear communication, ability to use positive language, empathy, reliable and problem solving.

Main job duty is handling inbound calls from group leaders, agents and members depending on the need. Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written, web inquiries. Handles situations which may require adaptation of response or extensive research.

Accurately documents inquiries. Initiates or processes adjustments or performs other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Responds to, research and/or assists with priority inquiries and special projects as required by management. Customer Service Advocates manage the Customer Service based email buckets.

Conflict resolution, time management, positive attitude, teamwork, and adaptability.

Provides prompt, accurate, thorough and courteous responses to all telephone inquiries. Performs research as needed to resolve inquiries.

Ensures effective customer relations by responding accurately, timely and courteously to telephone inquiries. Accurately documents inquiries.

Initiates minor/clerical adjustments based on provider request or processes adjustments or performs other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Responds to, researches and/or assists with priority inquiries and special projects as required by management.

Provides feedback to management regarding customer problems, questions and needs. Maintains accurate records on complaints and/or other customer comments, and makes recommendations for changes to management. Follows through on complaints until resolved or reports to management as needed.

Maintains basic knowledge of quality work instructions and company policies. Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations. Maintains all departmental productivity, quality, and timeliness standards.

Identifies and promptly reports and/or refers suspected fraudulent activities and system errors to the appropriate departments.

1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience.

Ability to handle high stress situations. Good judgment. Ability to handle confidential or sensitive information with discretion. Ability to learn and operate multiple computer systems effectively and efficiently.

High School Diploma or equivalent.